News & Blog

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Podcast: Care Team Coaching for Health Care Professionals

Lots to Say…

By Pamela Hessler / July 16, 2019

One of my earliest memories was when I was 3 years old and my mom and her friend and I…

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DTA Coaching Community – Interview with Rosalie Smith

By Janiece Gray / December 12, 2018

On the first Monday of every month, DTA convenes a community of Care Team Coaches from across the country. The…

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Provider and Patient Email Communication

By Pamela Hessler / October 31, 2018

“You should come in for an exam. TN” If this communication doesn’t make sense to you, don’t worry, you aren’t…

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When Things Don’t Go Right

By Janiece Gray / September 17, 2018

Writing all of these blogs on Service Recovery and what happens when things don’t go right made me reflect on…

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More Stories from the Road – By Janiece Gray (with help from Jim Mock)

By Janiece Gray / July 24, 2018

Ever since I was a little kid, I wanted to do two things when I grew up: I wanted to…

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From the Frontline – An IT Person in Patient Experience-Land

By Kevin Campbell / August 30, 2017

I have this thing that happens to me every now and again where out of nowhere, my stomach suddenly starts…

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From the Frontline – Two Words to Avoid “Good Luck!”

By Janiece Gray / May 31, 2017

It happened again: two words that bug me because I never know what to say in return…I was leaving a…

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Fresh from the Front…

By Janiece Gray / March 21, 2017

[vc_row][vc_column][vc_column_text]Earlier this week I had the pleasure of presenting at The Beryl Institute’s PX2017 Conference in Denver. As an added bonus,…

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From the Frontline

By Janiece Gray / February 16, 2017

To the gentleman who sneezed on me on last week’s Wednesday night flight home from St. Louis, I say “thank…

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The Unexpected Experience – You can’t make this stuff up…

By Janiece Gray / January 12, 2017

When I phoned home from California I was greeted with this question from my 7-year old: “Mommy I hurt my…

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Improving Communication: The Path to Performance

By Janiece Gray / October 14, 2015

“The shortest distance between two points is a straight line, Janiece!” My mother said this to me frequently as I…

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Improving Communication: The Puke or Shoot Continuum

By Janiece Gray / September 30, 2015

No one likes to be sick and let’s face it… puking is the worst. Second to that I guess, is…

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Improving Communication: A Word (or two) about Coaching

By Janiece Gray / September 16, 2015

What is a coach? Someone who supports you, someone who challenges you, someone who helps you improve? This picture was…

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Improving Communication: Key Strategies

By Janiece Gray / September 2, 2015

In the last blog I discussed the importance of paying attention to the basics and how that impacts physician communication…

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Improving Communication: Pay Attention to the Basics

By Janiece Gray / August 17, 2015

What do you notice about this bowl of M&Ms? It’s colorful, yes. Lots of primary colors, yes. Someone’s been eating…

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